FAQ and HELP
Shop problems.
Cart not working / cart empty?
I know, right? What gives?
Apparently it's an issue with Safari's "cross-site tracking" in the browser's privacy settings. Shopify says they are working on a fix.
You can disable these settings, but it's probably just easier to use a different browser like CHROME or FIREFOX.
Delivery and shipping.
How much does shipping cost?
Australian Orders
Standard = $9
Express = $14
💛 FREE Standard OZ Shipping for orders over $50.00 💛
See shipping policy
How long will my order take to arrive?
Australia: 1-8 business days for delivery.
* Please note prints will take 3 extra days as they are made to order in Melbourne.
* Regional areas can take up to 7 days longer.
How do I track my order?
You will be provided with a tracking number once your order has been fulfilled.
Which postal carriers do you use?
Shipping is via Australia Post. Tracking is provided for all orders.
Can I change or cancel my order?
Unfortunately once your order has been placed, we’re unable to cancel or make changes to your order.
Please see our returns policy
Billing and payment.
Which payment options are accepted?
All major credit cards are accepted (Visa, Mastercard, American Express), as well as Apple Pay, Google Pay, Shop Pay and PayPal.
SSL encryption at 256bit ensures all data is processed securely on Shopify's Level 1 PCI compliant servers
Fill up your pouch and hoppy shopping!
Returns and refunds.
Any item purchased on roobeeroo.com can be refunded if it is returned within 7 days of purchase. To be eligible for a return, your item must be unused and returned to us in the same condition that you received it. It must also be in the original packaging.
Unfortunately, we do not offer a refund on opened or used products and do not offer exchanges online. Likewise, we do not accept returns or refunds for Roobee Roo purchases bought in-store.
Shipping costs are the responsibility of the customer and are non-refundable.
To return your purchase, please contact us first via email at ordered@roobeeroo.com to receive a returns document.
Then ship your order back to:
Roobee Roo International
The Flecknoe Building,
124 Albert Street, Ballarat Central, VIC 3350
We will notify you once your return has been received and approved. The refund will be processed to the original method of payment. We recommend using a tracked service to return the goods as all transport risk is borne by the sender.
If you have an issue with your product or delivery, please contact us to discuss your options at ordered@roobeeroo.com
If getting in touch about a return, please include your order number and product details in the email. See refund policy.
Wholesale, Licensing and Partnerships.
Wholesale
We make ordering wholesale easy-peasy. Just send us an email with your business details and we'll take care of the rest.
Ordering books?
Order books through Alliance Distribution Services (ADS).
Click here for more details (Contacts, ISBN, etc).
Publishing rights
Hachette Australia is the publishing rights holder of twenty-one Roobee Roo titles.
For licensing and translation rights directly relating to the Roobee Roo books, please contact: licensing@hachette.com.au
emma.dorph@hachette.com.au
For all other enquiries, please see below - licensing and merchandise.
Licensing, merchandise and commercial
Roobee Roo®
Roobee Roo is a unique Australian children's property with global appeal. Created by wife-and-husband designers, Candy and Nico Robertson in 2018, the philosophy of Roobee Roo is based on respect for the world and celebrating the magic of childhood.
What is a product license?
A product license allows you to use Roobee Roo’s Intellectual Property (IP), such as trademarks, images, films, or book characters in your products, publications, or campaigns. Roobee Roo retains ownership of the copyright, but you are granted the right to use the IP for a specified period of time and in a specified market.
Why license?
Licensing a well-known character and brand can help your product gain instant market recognition, which can lead to increased sales and profits. Your product can reach new target audiences and have a competitive edge over similar products on the market. Additionally, partnering with other licensees can open up new marketing channels.
What will it cost?
The license is royalty-based, which means you pay an agreed percentage of your sales income (as a royalty) to the licensor (Roobee Roo) for the right to use the trademark and/or characters/images. The amount payable will vary depending on the product group and area of use.
You will pay advance royalties in the form of a guarantee. You will report your sales figures every quarter and be invoiced for the excess.
What we require from a licensee?
First, you have to get us. There's no point licensing Roobee Roo if you don't respect the design philosophy and brand messages. To become a licensee, we'll ask you to submit a business plan that includes a wide distribution network and high-quality products that meet our brand's standards.
This doesn't mean you need to have mock-ups of all your planned Roobee Roo products ready now. We just need to see the type of products you intend to produce and how they sit in the market. Roobee Roo provides professional design advice and support to clients throughout the product approval process. We can also provide design services through our in-house team of designers.
All product and packaging designs will need to be approved by Roobee Roo before sampling and bulk production commences. All advertising material will need to be approved by Roobee Roo and accompanied by all copyright and trademark notices.
Interested in licensing Roobee Roo?
We are excited to work with a broad range of licensees across different markets throughout the world. For all queries, please email:
licensing@roobeeroo.com.au
Roobee Roo International (licensing)
The Flecknoe Building
Ground Floor, 124 Albert Street,
Ballarat Central, VIC 3350
Australia
www.roobeeroo.com
Goody Communication Pty Ltd (trading as Roobee Roo International) is the official body responsible for Roobee Roo IP and copyright supervision. We monitor the quality of all illustrations, products and advertisements that are produced. All designs must be approved before they are taken into production.
© 2019-23 Candy and Nico Robertson.
Roobee Roo® is a registered trademark of Goody Communication Pty Ltd.
All rights reserved.
Retail and other partnerships
We are excited to work with brands and independent retailers to create memorable shopping experiences.
Share your ideas at:
gday@roobeeroo.com.au
Schools, events and fundraising
We love school visits, community events, and reaching out to help raise funds for worthy causes. Roobee Roo offers unique ways to foster creativity and raise funds for your community.
Share your ideas at: gday@roobeeroo.com.au
Need more help?
I'm media - how do I reach PR?
First of all, thanks. We love working on stories, and with storytellers.
Share your ideas with: pr@roobeeroo.com.au
I have a question!
We're here for you. Contact Roobee.
Use, Permission and Copyright Guidelines.
General Copyright and Trademark Information.
When original works, (like art, music and writing) are first created, copyright immediately and automatically becomes the property of the creator. It is their Intellectual Property.
Copyright law gives the copyright owner exclusive rights to reproduce the work, create derivative works (work based on the original work) and to give permission for others to use, copy or modify the work.
Roobee Roo was created by Candy and Nico Robertson in late 2018. Roobee Roo first appeared on notes that Nico left for Candy when he was away. In 2019, they wrote, illustrated and self-published 10 Roobee Roo board books, developed a clear design philosophy, and created a large extended world of supporting characters. The world of Roobee Roo is a unique blend of simple stories, bold design and considered colours.
To respect copyright, all reproductions of their work (digital or print) must be accompanied by the copyright symbol.
© 2019-23 Candy and Nico Robertson.
Trademarks are another kind of intellectual property. A trademark is a word, phrase, symbol or design that identifies and distinguishes the source of the goods of one party from those of others.
Roobee Roo® is a registered trademark of Goody Communication Pty Ltd. Only they are permitted to use or give permission for others to use these trademarks.
For more general information about copyright, please see the guides prepared by Copyright Australia.